Creating a culture of excellent customer service


Gordon Milligan

"often small acts of kindness can really make a difference to someone's day"
25th April 2014


Dear Colleagues,

We all love to get great customer service; satisfied customers are more likely to keep coming back and when it exceeds our expectations we often tell our friends and family and encourage them to use a particular service, or shop at a new store etc.

Within Translink, we want to keep growing our business and services, so it’s critical that we provide an excellent experience for our customers. I know by the number of complimentary letters received from our customers many of you are doing just that.

Here are a few quotes from customers who have written to show how often small acts of kindness can really make a difference to someone’s day – there are many more great examples.

“I take the bus most days and this is the first morning I have been so pleasantly greeted with good morning – it makes a difference to the journey and the reputation of Translink – all bus drivers should be like this”.

“This compliment is for the lady driver of the Cairnshill Park and Ride Service.  She is one of the friendliest and welcoming drivers I have ever encountered on Translink services. She always has a smile and time for all her passengers – she is a real asset to Translink”.

“I would like to commend the lady in the ticket office at Great Victoria Street Station.  She is friendly, courteous, professional and always greets customers with a smile”.
NI Railways

We live in a world of rising expectations and as such it is more important than ever to create a culture of excellent customer service across the business in order to give our passengers the service they expect and to attract even more people on board – It’s a pleasure to read letters like this - keep up this great work.

Gordon Milligan

Interim Group Chief Executive